Problems - Features and Configuration

Problem Management functionality is available if you have the Service Desk version of iSupport; use it to document and track the root cause of incidents, and track the process of troubleshooting the underlying issue until a resolution is discovered. Rather than update the work on every affected incident, the incidents are linked to one Problem record and when the problem is resolved, all of the associated incidents are also resolved.

Basic Configuration

Enable and set basic Problem options in Feature Basics. Note that you can enable features at any time.

Set up categories, which are custom values that you create for describing an incident, problem, or change. (Note that the same category set is used with all of those features.) A category combination is required in order to save a Change record. Categories are involved in many features throughout iSupport, including reporting, displaying related work items, and more.

Creating Problem Records

You can manually create Problem records via the Problem screen as well as the Incident and Change screens.

Customizing iSupport Defaults

iSupport includes a default Problem screen layout with a comprehensive set of fields for tracking Problem data, but you can redesign it to include fields and tabs that are specific to your company. You can create different layouts to assign to support representative groups and categories.

You can create custom status labels for the Problem status levels of Open and Closed.

If there are fields you need for the Problem screen that are not included in iSupport by default, you can create custom fields.

You can include a field for entering or automatically generating a custom number.

You can define custom impact and urgency values that map to priority levels. Enable impact/urgency mapping via the Feature Basics screen.

You can enable your customers to view Problem records on mySupport portals, and you can customize the display screen layouts.

Sending Notifications

You can use Problem rules to send Desktop and email notifications when specified conditions based on Problem record fields or events are met; for example, you can configure a rule to send a notification when the priority of a Problem record is modified.

You can use or copy and modify iSupport's default notifications, or you can create new custom notifications. You can include data from work items and designate any applicable recipients.

You can send correspondence email from the Problem screen. Correspondence can include data from Problem records; correspondence templates can be utilized, and an Others to Notify list can be used for keeping those not directly involved in the loop.

Using Workflow Features

You can route via name, skill, group, and location, all with or without load balancing, in the Problem screen. Enable routing methods via Feature Basics, and set routing availability options via Support Representative Profiles.

You can use Problem rules to automatically route Problem records via round robin or load balancing.

You can automatically change field values on Problem records via Problem rules.

You can associate new and existing Asset records. You can also associate new and existing Incident, Change, and Purchase records, and enable associated incidents to be closed when a Problem record is closed.

You can perform ad hoc scans on non-Windows SNMP-enabled devices in the Problem screen, and associate scans with a Problem record.

You can configure webhooks for posting Problem data to a web application via Problem rules.

You can enable Twitter integration for publishing Problem descriptions to a Twitter account.

If Purchasing functionality is enabled, when entering time worked in the Problem screen, you can add a charge (an amount of time worked multiplied by a rate) as a separate line item or use a charge to decrement an existing line item on an associated purchase order.

Managing Problem Records

You can use the Action menu in the View component on the Desktop to perform actions such as opening and routing multiple items. Use the Associate to Problem view action in an incident view to associate multiple incidents with a Problem record.

You can archive problems.

You can configure roles/permissions for support reps and rep groups using Problem functionality via the Support Representatives screen.